AI for HR shared services across a 31,000-employee health system
HR shared services was answering the same benefits, leave and payroll questions thousands of times a month while complex cases waited. pronix.ai delivered an AI-for-HR layer that resolves routine journeys end to end and hands genuinely complex cases to a person with the context already assembled.
Nonprofit health system, 31,000 employees · Workday · ServiceNow HRSD · Azure AI Foundry
- Client
- Nonprofit health system, 31,000 employees
- Industry
- Healthcare Providers
- Platform
- Workday · ServiceNow HRSD · Azure AI Foundry
*Representative outcome; results vary by client, scope and platform configuration.
The challenge
Nurses working nights could only reach HR during business hours. 74,000 contacts a year, 61% of them repeat questions about PTO balances, shift differentials, benefits eligibility and leave. Complex leave and accommodation cases — the ones with real employee and legal risk — averaged 11 days because the team was buried in routine volume.
Our approach
Sensitive journeys stay human
Accommodation, investigation and medical-leave conversations route straight to a specialist. We wrote that exclusion list first, with HR and legal, before designing anything else.
Grounded in the employee's own record
Balance, eligibility and pay questions answer from Workday for that specific employee rather than quoting a policy PDF at them.
24/7 for a workforce that is not 9-to-5
Mobile-first access for clinical staff, with the same answers and the same entitlements as the desktop experience.
Case assembly for the handoffs
When a case does go to a person, the assistant attaches the record, the policy, the prior contacts and a summary — specialists start at minute five, not minute zero.
Bias and accuracy review each release
A standing HR, legal and clinical review of sampled transcripts each release, with a documented change log.
“Our specialists spend their day on the cases that actually need judgment. That is what we were trying to buy.”
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Illustrative case study. Scenarios, metrics, quotes and client details are representative composites based on Pronix engagements and industry benchmarks unless a named client is shown with written consent. Outcomes vary by client, scope, data quality and platform configuration. Nothing on this page is a guarantee, warranty or professional advice. See our Terms of Use for the full disclaimer.
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